Lead Customer Service - Mercury 213

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

The Lead Customer Service Agent is responsible for aspects of the Customer Service Agent position (as described below)

Responsible to greet and assist customers and ensure proper documentation and communication, internally and externally, for import operations.

Responsibilities

• Prepare documentation prior to flight arrival or flight departure, review, organize, make copies and distribute accordingly.
• Coordinate check-in with warehouse personnel.
• Travel to Airport Operational Area (AOA) to meet flight upon arrival or departure of flight to retrieve or drop off flight documents.
• Notify Broker or Freight Forwarder on the Master Airway Bill (MAWB) of shipment’s arrival at warehouse facility.
• Notify shippers when shippers when shipments are placed on hold.
• Provide assistance to customers arriving to retrieve their documents and freight.
• Collect and secure the appropriate charges and document method of payment.
• Process “Customs Out” (proof of delivery) for every transaction before the customer’s departure.
• Assist in completion of MAWBS for over-the-counter shipments.
• Confirm all bookings are accepted
• Confirm Transportation Security Administration (TSA) mandatory screening.
• Confirm DG have been checked within aircraft limits.
• Data capture AWB information into airline system(s).
• Manifest flight based on information received from the warehouse.
• Print flight manifest, cargo pallet message, deadload and NOTOC and deliver to the aircraft.
• Verify post flight inventory with documents on hand.
• File maintenance of all pertinent documents and records.
• Prepare various reports (Irregularity Report, Weekly Import and/or Export Statistics)
• Follow specific procedure for Dangerous Goods shipments when received, including procedure when dangerous Goods are abandoned by consignee.
• Answer telephone and respond to incoming calls and emails.
• Demonstrate diligence required to maintain security under the Airport Police, TSA and United States

Minimum Requirements

• Must be at least 18 years of age
• Must possess clean driving record and valid driver’s license.
• Must provide proof of the legal right to work in the United States.

Preferred Skills

• Typing skills with ability to type a minimum of 35 wpm.
• English proficiency (e.g., reading, writing, speaking, listening)
•  Mental abilities (e.g., visual observation and identification, mental rotation)
• Interpersonal skills (e.g., customer service, dependability)
• Work values (e.g., responsibility, honesty, integrity)
• Knowledge of basic arithmetic and mathematics
• Comprehension of airway bill import procedures and government regulations
• Attention to detail and organization skills
• Ability to follow instructions from supervisor or lead agent
• Ability to work as an effective team member
• Ability to obtain U.S. Customs seal and license to drive on Airport Operational Area (AOA).
• Office skills including file maintenance, basic computer knowledge, answering telephone quickly and ability
• To multi-task.

Physical Requirements/Working Conditions

• Must be able to lift up to 50 lbs.
• Tolerate moderate to loud levels of noise within the work environment
• Stand and remain standing for periods up to 3 hours without sitting
• Demonstrate daily a fitness for obligation without impairment due to illegal drugs, sleep deprivation, medication, or alcohol
• May be required to work all of the following: irregular hours and/or shifts, including split-shifts; holidays and weekends; overtime; and extended hours.

Perks & Benefits

• Want your pay in advance?  Access up to 50% of earned wages before payday and get paid up to two days early through the Branch app!
• Are you a top performer who thrives on recognition?  On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs offered to all employees!
• Want to invest in your future?  401k program offered with company match!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.